Conduct new hire training (process, product, soft skills, and systems) for voice, non-voice, and blended processes
Deliver refresher and upskilling programs to improve agent productivity and quality scores
Design and update training materials including SOPs, decks, scripts, assessments, and job aids
Conduct call monitoring, audits, and feedback sessions to identify training gaps
Work closely with Quality and Operations teams to improve KPIs such as AHT, CSAT, FCR, and compliance
Provide coaching and mentoring to improve communication, product knowledge, and customer handling
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